Senior CSM APAC - Strategic Growth & Retention Lead

netboxlabs; Australia; On-site; AUD 120,000 - 180,000; Full time

Job summary

NetBox Labs is seeking a Senior Customer Success Manager to own the long-term success and growth of a strategic portfolio of customers. You will help customers realize sustained value from NetBox Labs' products and services, driving strong net revenue retention and CLV.

You will shape Customer Success strategy, mentor junior CSMs, and collaborate with Onboarding, Support, and Sales to ensure a cohesive customer experience across mid-market and enterprise accounts.

Qualifications

• 5+ years of experience in Customer Success or related roles.
• Proven track record of driving retention and expansion in SaaS.
• Experience managing complex enterprise accounts.

Responsibilities

• Own NRR and CLV for a portfolio of mid-market and enterprise customers.
• Develop and execute customer success plans aligned to goals.
• Drive onboarding, adoption, and ongoing value realization.
• Build executive-level relationships with senior stakeholders.
• Collaborate with renewals and sales to drive renewals and expansions.
• Identify churn risk and create mitigation actions.
• Advocate for customer needs internally to influence product priorities.
• Coordinate across Onboarding, Support, and Sales to ensure a cohesive experience.
• Mentor junior CSMs.

Skills

Strong communication

Negotiation

Stakeholder management

Cross-functional collaboration

Strategic thinking

Job description

NetBox Labs is seeking a Senior Customer Success Manager to own the long-term success and growth of a strategic portfolio of customers. You will help customers realize sustained value from NetBox Labs' products and services, driving strong net revenue retention and CLV.

You will shape Customer Success strategy, mentor junior CSMs, and collaborate with Onboarding, Support, and Sales to ensure a cohesive customer experience across mid-market and enterprise accounts.